Commerce & Support Generalist

Role Overview

We are seeking a Commerce & Support Generalist to manage product catalogues, analyze operational data, and enhance customer experience in the jewelry e-commerce space. This full-time position is based in Delhi-NCR and requires expertise in catalogue management, e-commerce operations, and customer support.

Key Responsibilities

• Develop and maintain comprehensive product listings on Shopify and similar e-commerce platforms, ensuring accuracy in titles, descriptions, images, specifications, pricing, and attributes including backend keywords and variations.
• Oversee new product launches and updates ensuring compliance with platform standards and improving listing visibility through optimization techniques.
• Generate daily, weekly, and monthly management information system (MIS) reports to monitor key performance indicators such as order fulfilment rates, inventory status, returns, and delivery efficiency.
• Identify operational improvements to enhance efficiency and customer satisfaction.
• Manage leads from online channels including social media and company websites, ensuring prompt follow-up and successful conversion.
• Engage with customers through multiple communication channels such as chat, email, calls, and WhatsApp, providing personalized consultation and jewelry recommendations.
• Collaborate closely with marketing teams to relay insights about customer preferences and lead quality.
• Meet and exceed sales conversion targets on both monthly and quarterly bases.
• Support after-sales processes including order tracking, payment coordination, and resolving customer issues.
• Stay current on jewelry trends and product collections to pitch effectively and maintain superior customer service standards.
• Manage customer support and experience across all social media platforms and CRM tools, driving loyalty programs and encouraging repeat purchases.

Qualifications and Experience

• Bachelor's degree in Commerce, Business Administration, Supply Chain, or related fields.
• 3 to 5 years of professional experience in e-commerce catalogue management, operations, and order fulfilment.
• Practical knowledge of Shopify and order management systems (OMS).
• Strong understanding of inventory control and order lifecycle management.
• Proficiency in Microsoft Excel and other MS Office applications.
• Excellent communication, coordination, and problem-solving capabilities.
• Ability to perform efficiently in a dynamic, fast-paced environment with strict attention to detail.